【10月26日】Socio-emotional and operational demand

主讲嘉宾：Ian Lings (Queensland University of Technology)
 
时 间：2012年10月26日（周五）下午3:00-4:30
 
地 点：中山大学岭南学院MBA大楼201
 
安 排：讲座45分钟,交流45分钟
 
主讲嘉宾简介：
    Mr. Ian Lings现任昆士兰科技大学营销学教授，英国Aston大学博士。Lings教授的研究兴趣集中于social and organizational psychology特别是firm-employee-customer triad，以及firm-market relation management。Lings教授的研究发表于Journal f Business Research, Journal of Service Research等国际杂志。
 
Speech Abstract:
    Exhibiting appropriate behaviors often requires service employees to suppress genuine emotions and/or express other emotions, genuine or contrived. Managing emotions to act in a socially appropriate manner constitutes a form of labor; emotional labor. If labor demands exceed the resources of the employee, burnout arises; with negative consequences for overall psychological well-being and job performance. Similarly, operational demands could engender role stress, which can also lead to burnout. Both operational demands and socio-emotional demands are likely to be omnipresent in interpersonal interactions in service settings. Typically, operational demands are well understood in organizations and form an integral part of the job description and performance appraisal. Productivity targets are generally managed through task oriented negotiations. Failure to recognize the socio-emotional demands corresponding to these tasks can compromise both employee and organizational performance.
 
    Using organizational role theory and conservation of resources theory, we develop a model describing the simultaneous impact of socio-emotional and operational demands on stress and burnout. Survey data, collected from a sample of allied health service workers, were used to test this model using structural equations modeling. Our study suggests that both socio-emotional and operational demands are significant determinants of workplace stress and that their simultaneous effects on employee burnout can be large.